Looking for a job

Shana Blair

@shanablair

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I manage customer accounts, resolve service issues, and strengthen retention across high-volume portfolios.

Canada

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What I'm looking for

I'm looking for a customer success role where I can own customer relationships, resolve complex account and service issues, collaborate across teams, and improve retention and customer experience.

At Cognizant Technology Solutions, I manage customer transactions, account activity, onboarding, and issue resolution while maintaining accurate CRM records. I’ve protected $97,000+ in customer value and achieved 93.75% Voice of Customer satisfaction through consultative support and end-to-end ownership.

Previously at Sysco and Pegasus Electric Company Inc., I coordinated high-volume orders, billing, delivery, scheduling, credits, and customer communications. I’m focused on building trusted customer relationships, uncovering root causes, and partnering across teams to improve service experiences.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Cognizant Technology Solutions

Feb 2025 - Present (1 year 7 months)

Managed $253,000+ in customer transactions and account activity, resolving billing and service issues while maintaining CRM records. Achieved 93.75% Voice of Customer satisfaction and strengthened customer relationships through proactive support.

CRM Customer Success Account Management Customer Support Billing Order Management Escalation Management Customer Onboarding Customer Retention Cross Functional Collaboration Salesforce Excel Outlook Microsoft Teams

Customer Success Manager

Sysco

Apr 2022 - Jan 2025 (2 years 9 months)

Oversaw $1,500,000+ in customer order and account activity, resolving issues and coordinating across teams. Preserved $315,000+ in revenue and administered $152,000+ in credits and adjustments.

CRM Customer Success Account Management Order Management Billing Issue Resolution Cross Functional Collaboration Data Analysis Process Improvement Salesforce Excel Outlook Microsoft Teams

Customer Success Manager

Pegasus Electric Company Inc.

Apr 2021 - Apr 2022 (1 year)

Orchestrated $500,000+ in business and customer operations, including scheduling, documentation, and administrative coordination. Directed $150,000+ in service-related scheduling and processed $71,000+ in transactions.